Feedback

& Complaints Policy

Contents:                                 

1. Overview of the Feedback & Complaints Policy
2. Types of complaint
3. Who can make a complaint?
4. How to make a complaint and the stages of a complaint
5. Outcomes of a complaint
6. Taking a complaint further
7. Accountability
8. Confidentiality
9. Contact details for making a complaint

1. Overview of the Feedback & Complaints Policy

Anyone not satisfied with the level or service, should feel able to approach a Collinge & Co team member for their concern to be addressed promptly. Our attitude is to resolve all matters informally through a dialogue with all those immediately concerned.

All Collinge & Co employees receive basic training on responding to complaints and managers receive thorough training in resolving complaints and in following this policy.

Below the policy sets out how a complaint can be made against us and how we attempt to resolve complaints. At all times, if you have any queries regarding this policy or making a complaint please do not hesitate to contact us.

1. Who is this policy for?

This policy is for anyone (“You”) who experienced dissatisfaction of Collinge & Co (Holdings) Ltd or Collinge & Co Training Ltd ("We" or "Us" or "Collinge & Co") – this includes:apprentices enrolled on a training programme provided by Collinge & Co Training

• employers of learners enrolled on a training programme provided by Collinge & Co Training

• parents or carers of learners enrolled on a training programme provided by Collinge & Co Training

• customers/clients of Collinge & Co Hairdressing salons including Collinge & Co Training and Collinge & Co Graduates salons

• customers who have made a purchase through collingeandco.com

• visitors, suppliers or others that engage in business activity with Collinge and Co

2. The aims of this policy are to:

• protect apprentices enrolled with Collinge & Co Training

• help improve any service provided by Collinge & Co

• help reduce risk

• ensure compliance with any relevant legislation and guidance – including from the Education & Skills Funding Agency

3. Purpose of the policy:

• To set out the steps to follow when a complaint is made to us

• To present the expectations of how a complaint will be investigated

• To describe how the outcomes of a complaint will be communicated

4. Who needs to know about the policy and how is it shared?

• Apprentices will be made aware of the policy during their induction to their training programme – the policy can be accessed via collingeandcotraining.com

• Employers of apprentices will be made aware of the policy in the Contract of Services document – the policy can be accessed via collingeandcotraining.com

• Employees will be made aware of the policy through the Collinge & Co Staff Handbook and all employees will receive basic training. Managers and tutors will receive further Feedback & Complaints training

• customers, salon clients and anyone else who has engaged in business activity with us can receive a copy of this policy on request

5. Review of the policy

We will review the policy on an annual basis to ensure that it complies with any relevant legislation and guidance – including from the Education & Skills Funding Agency. This policy may also be reviewed and updated at any time based upon any "lesson learned" or feedback received.

2. Types of Complaint

1. What is a complaint?

A complaint is any expression of dissatisfaction (oral or written) with our service or application of our policies/procedures. A complaint could cover:

• mistakes or poor service

• unreasonable delay or failure to take any action

• unprofessional behaviour or conduct of our employees

• unfairness and bias

• not following our policies/procedure without communicating the reason

2. Collinge & Co Training feedback and complaints

• Apprentices should feel confident to provide feedback to their Tutors at college or raise any concerns during a review with an Employer Relationship Officer. However, should you wish to make a complaint, the stages for Collinge & Co Training Complaints are outlined in section 4.4 below

• Employers, Parents and Carers of apprentices enrolled on an Collinge & Co training programme who wish make a complaint about Collinge & Co Training should follow the stages for Collinge & Co Training Complaints as outlined in section 4.4. below

• Apprentices, Parents or Carers that wish to discuss a matter regarding an apprentice’s employer are welcome to raise concerns with a Collinge & Co Training Team Member. We may advise to discuss the matter directly with the apprentice’s employer or help direct you to relevant employment support

• Employers of an apprentice that wish to discuss a matter regarding apprentices’ employment should do this directly with the apprentice or their parent/carer.  The training team should be informed if you think this will affect the apprentice’s training and the training team can look to put in place effective support for the apprentice

• If the training team think that feedback or complaint is in regards to a Safeguarding or Prevent issue they will look to follow the relevant policy/procedures

• Feedback of complaints regarding hairdressing services in an Collinge & Co Training salon should follow the procedures set out in sections 2.3 and 4.4

3. Hairdressing feedback and complaints

We are very happy to receive feedback about our service, it is very important to us, and to you, that you leave happy with your hair. In cases where the result of your hairdressing service is not as hoped please let us know and we will suggest ways in which a service can be corrected – on most occasions we can offer a solution on the day. On some occasions, or where it is more convenient for you, an appointment for the corrective hairdressing will be arranged for another day.

If you make a complaint about the result of a hairdressing service after leaving the salon we will ask to see your hair so that we can make an assessment. We cannot make assessment by photos alone.

All hairdressing feedback and complaints that result in corrective hairdressing are recorded for the purpose of internal reporting. This helps us provide feedback to individual salons and hairdressers.

In any event, we will follow the stages for Collinge & Co Hairdressing salon complaints as outlined in section 4.5 below.

3. Who can make a complaint

1. The person directly affected by an action of Collinge & Co or an employee of Collinge & Co. A representative may act on behalf of the person affected with explicit written permission.

Anonymous complaints will be noted, may be acted upon and where possible acknowledged that they have been received, but it is not possible to provide any feedback on the outcome of anonymous complaints.

4. How to make a complaint and the stages of a complaint

1. You can make a complaint either orally or in writing to a Collinge & Co employee. The employee will listen and make note of your complaint and will follow the stages below.

2. Timescales for making a complaint:

• Complaints about a salon service (e.g. hairdressing) must be made within two weeks of the service the complaint is about

• All other complaints must be made within 8 weeks of the date of the experience the complaint is about.

3. Complaints made through public or open publication

Where initial complaints are made through public or open publication (e.g. social media, blog, website or any other written publication) prior to being expressed to a Collinge & Co employee we reserve the right to request the removal of the publication before addressing the complaint and opening an investigation.

4. Collinge & Co Training Complaints

Stage 1: Informal and local – initial complaint

• Most initial (stage 1) complaints may be made orally either in person or by phone to Tutors, Employer Relationships Officers or the Training Hotline. Alternatively you may choose to make your complaint in writing. You should expect your complaint to be listened to, or receipt of a written complaint acknowledged promptly. If possible, a resolution will be offered immediately.

• If it is not possible to resolve the complaint immediately the person responding to your complaint may suggest to pass on your complaint to a Senior Manager of the Training Team. The Senior Manager may wish to contact you to listen to your complaint again and make notes. You should expect the complaint to be resolved within 5 working days.

• If a complaint cannot be resolved to your satisfaction at stage 1 it is necessary to make a formal complaint.

Stage 2: formal complaint via Collinge & Co Training Office – escalation to an appointed Senior Manager

• Formal complaints must be made in writing either by email or a letter. The request for the complaint to be escalated to stage 2 must be received within 7 working days of the resolution offered at stage 1.

• A Senior Manager of the Training Team (different to the Senior Manager at Stage 2) will be assigned to investigate your complaint. Firstly the Senior Manager will establish why you are not satisfied with the resolution supplied at stage 1 and they may also contact you via telephone, email or letter to clarify points of your complaint. They will seek the views of employees that you have previously spoken to at stage 1.

• The Senior Manager will determine whether we have applied our procedures fairly, appropriately and consistent with our policy.

• The decision made by the Senior Manager will be notified to you within 7 working days of the formal complaint being received.

Stage 3: complaint appeal via Collinge & Co Training Office or Head Office – escalation to a Director

• If you are not satisfied with the response at stage 2 you may request for your complaint to be escalated to stage 3. This request must be made in writing within 7 working days of the notification from the Senior Manager at stage 2. The request must include why you believe the complaint has not been resolved or properly addressed.

• The executive team member will consider evidence from all aspects of the complaint to date and consider whether your complaint has been addressed correctly and fairly. They may wish to contact you to clarify any existing evidence. New evidence will be considered where it is available.

• The outcome will be communicated to you within 7 working days of the complaint being escalated. At this point any decision will be considered final and no further complaints will be considered on the same matter.

5. Collinge & Co Hairdressing salon complaints (including Collinge & Co Training and Graduates salons)

Stage 1: Informal and local – initial complaint

• Most initial (stage 1) complaints may be made orally either in person within the salon or by phone. You should be expected to be listened to and be offered a solution. Alternatively you may choose to make your complaint in writing, receipt of a written complaint should be acknowledged promptly and if possible a resolution will be offered immediately.

• If it is not possible to resolve the complaint immediately the person responding to your complaint may suggest to pass on your complaint to a Salon Manager. The Salon Manager may wish to contact you to listen to your complaint again and make notes. You should expect the complaint to be resolved within 5 working days.

• If a complaint cannot be resolved to your satisfaction at stage 1 it is necessary to make a formal complaint.

• Stage 2: formal complaint via Collinge & Co Head Office – escalation to an appointed Senior Manager

• Formal complaints must be made in writing either by email or a letter. The request for the complaint to be escalated to stage 2 must be received within 7 working days of the resolution offered at stage 1.

• A Senior Manager will be assigned to investigate your complaint. Firstly the Senior Manager will establish why you are not satisfied with the resolution supplied at stage 1 and they may also contact you via telephone, email or letter to clarify points of your complaint. They will seek the views of employees that you have previously spoken to at stage 1.

• The Senior Manager will determine whether we have applied our procedures fairly, appropriately and consistent with our policy.

• The decision made by the Senior Manager will be notified to you within 7 working days of the formal complaint.

Stage 3: complaint appeal via Collinge & Co Head Office – escalation to a Director

• If you are not satisfied with the response at stage 2 you may request for your complaint to be escalated to stage 3. This request must be made in writing within 7 working days of the notification from the senior manager at stage 2. The request must include why you believe the complaint has not been resolved or properly addressed.

• The executive team member will consider evidence from all aspects of the complaint to date and consider whether your complaint has been addressed correctly and fairly. They may wish to contact you to clarify any existing evidence. New evidence will be considered where it is available.

• The outcome will be communicated to you within 7 working days of the complaint being escalated. At this point any decision will be considered final and no further complaints will be considered on the same matter.

6. Exceptions of stated outcome timescales

In the case of complex complaints or where an investigation relies on the evidence of someone that cannot be contacted promptly, more time may be needed than stated in points 4.4 & 4.5. In this event you will be notified as soon as possible of the delay to an outcome and the reasons why.

7. Non-Training and Non-Salon complaints

Any other complaint that does not align with the types of complaint described in points 4.4 and 4.5 will be conducted and aimed to be resolved in a similar three-stage process and timescales described in point 4.5.

5. Outcomes of a complaint

1. If a complaint is upheld, the notification of the outcome will include the solution we propose. You should expect the outcome to be fair, proportionate and appropriate – examples may include:

• An apology

• An explanation of why poor service took place

• An explanation of how a matter has been rectified

• Corrective hairdressing

• Recommendations to make improvements

6. Taking a complaint further

We always hope that we can resolve all complaints satisfactorily. However, if you continue to be unhappy with a final response you have the right to refer your complaint to a public regulatory body (e.g.  in the case of a training complaint this would be the Education and Skills Funding Agency). Regulators would require evidence that the steps within this Feedback and Complaints Policy have been fully exhausted.

7. Accountability

1. All Collinge & Co employees have a responsibility for receiving complaints, treating them seriously, and dealing with them promptly and courteously.

2. Senior Managers and Directors of Collinge & Co have a responsibility for resolving a complaint, and leading or contributing to complaint investigations.

3. All Collinge & Co employees have a responsibility to follow the procedures set out in this policy.

8. Confidentiality

1. Details of your complaint will be kept private and secure. Information obtained during a complaint will only be used for the purposes of the investigation. If the outcome of a complaint is that we need to make improvements, including employee training, then a case study may be made of your complaint – the case study will have all names and details removed and changed so as to anonymise all participants and location of the event.

2. In the case that information is requested by regulatory bodies or the police we will write to notify you.

3. Details of the complaint, evidence from the investigation and the outcome will be stored securely for two years before being destroyed securely.

9. Contact details for making a complaint

Collinge & Co Training Limited

99 Bold Street

Liverpool

L1 4HF

0151 709 5942

training@collingeandco.com

Collinge & Co Limited Hairdressing

Castle Chambers

43 Castle Street

Liverpool

L2 9SH

0151 709 5942

info@collingeandco.com

Individual salon contact details can be found at collingeandco.com/hair-salons for providing feedback or making a complaint directly to a salon.  

Authorisation

Signed by:         Charlie Collinge

Date:                 16 September 2024

Position:         Managing Director